Per Incident Support

Per Incident Support

If you would prefer not to commit to a support contract for any reason we can offer Per Incident support which is chargeable per incident, paid for by cash, credit card, or bank transfer before the support is provided. You can also buy a ‘Season Ticket’ to cover up to ten support incidents.

What constitutes an incident?

An “Incident” is the service event starting from the initial customer call until closure or resolution of the problem or issue. An incident is an issue that focuses on one aspect of the product – e.g. assistance with a specific problem or error message. While the issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and is treated as an additional incident.

An incident may involve multiple phone calls or emails. Synergy Accounts support engineers are responsible for determining what characterises a single support incident and for communicating this information to customers. Our support engineers always make reasonable efforts to resolve the issue but we cannot guarantee that all issues are resolved, for example if you are trying to use a feature that does not exist we may not necessarily be able to implement such a feature within a short time frame if at all.

What defines a resolved incident?

Once an issue is accepted as being within the remit of technical support, resolution of a technical support issue shall be defined as accomplishing any one of the following:

Providing a reasonable solution to the issue.

Providing a reasonable work-around to the issue.

Determining that the issue is in fact an enhancement request and forwarding the request to the product management team.

Watch our latest video...

What our customers say

I have to say after some initial misgivings about Synergy we are beginning to love it. We are now beginning to get good management figures from the system and I am (sadly) excited about getting the job sheets up and running and being able to analyse hours chargeable which is an area that currently deeply concerns me.
To have Eurotek branded Job cards, invoices, statements, payment advice and more would be a terrific step forward and the sooner the better... [As for support] It is refreshing to always get the answer, and pretty much on a 24/7 basis. So very helpful. We just did not realise how much we had/have to learn, and indeed how much we did not know and how little information we were getting from the previous system. This is life changing.
Synergy is changing the way we do things and has the best support for dummies ever encountered. Thank you for your excellent service and for the constant evolution of Synergy [to meet our business needs].